To say I had trouble trying to get an early upgrade to the Bold 9650 would be an understatement. Numerous phone calls and various tactics led me nowhere. I was issued a review unit (that sadly has to be back in two weeks) so I was eager to get my upgrade so I would have a Bold 9650 to use. Although I've since gotten over my new toy envy, I still wanted the device. Well yesterday I was tipped off to this thread in the forums, where a good number of members were saying they had been issued a Bold 9650 as a replacement for their busted Tour 9630. Being that my device was still under warranty, I figured I'd give it a whirl myself.
After calling I was connected to a super nice rep who kindly asked what I needed. I told him how my Tour trackball was crap and wouldn't scroll left or right. He said we'd have to do some tests and asked if I had made a backup. I told him I backup regularly, and he said "great" and started to instruct me on how to perform a "hard reset" (device wipe) of my device but I stopped him. I told him I had done the factory reset and even installed the software update issued earlier in the week and that I still had the same problem. He said that "fit the bill" and began to process my warranty replacement. As he went along, an alert popped up and he told me I'd be very happy with the result. He explained that they were out of inventory for the Tour 9630, and instead would be issuing a Bold 9650 as my replacement. What luck :-)
So in the end, my Bold 9650 is on the FedEx truck and should be here any minute. I'm not sure if the devices are new, but I can't imagine the stock is big enough to have refurbished units just yet. My broken Tour will have to go back within 10 days, but I do get to keep my upgrade. Overall I can't really complain - I'm getting the device for free and that's that. So if you are holding onto your Tour with a busted trackball, you might be in luck if your device is still under warranty.
Reader comments
Verizon Wireless issuing Bold 9650 as warranty replacement for Tour 9630 (for me at least)
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I have a vzw tour, no real trackball issues, its a bit laggy at times but ive gotten used to it, my headphone port doesnt work though, sometimes I can't even put the jack in the port, and when I do, it wont even connect, but will this still work, has anyone tried it lately
Just to let everyone know-I just sent my Tour in for a warranty replacement and got another Tour in the mail. Does anyone have any suggestions on how to perhaps get a Bold instead? Haha.
I would go into a VZW store and talk with a rep and say you were told you would get a Bold for your replacement. Or call back and say the same thing and see what happens. I was told at a store I would get a Bold and they sent a Tour, I called the store back and said I was told I would be getting a Bold and they sent one out.
Mine has been replaced 3 times and is JUNK
i recieved a brand new in box bold from verizon about a week ago.
Has anyone received one lately? I have same trackball issues, my ball finally stopped clicking on applications the past couple of days. I will receive "a refurbished" one on Friday just wondering if I will be getting the bold instead. It says 1lb package coming.
It looks like you are getting another Tour. The guy at VZW said he was getting me a new Bold but it came yesterday as a refurb Tour. I called the VZW Store where I went and they said sometimes they can get Bolds to send and sometimes they can't. The guy checked and could get a new Bold for me and had it sent. I just checked the tracking number and it says it is 3lbs. not 1lb. like the previous.
Sorry....just saw the post above my original with the one poster getting a "1lb. Bold" Looks like it will be a crap shoot!
Walked into a VZW store tonight, told them about my trackball, bluetooth, gps, and overall slow performance problems I have had since I received my Tour in March. Have a Bold coming on Wednesday. Hopefully it won't be a refurb but the guy said it will be new.
Just got my vzw email with the tracking #... my package is only 1lb :(
Did anybody who got a Bold have a 1lb package???
My bold came as 1 lb
Im SO mad at myself for not doing this when I first read the post. I just called and filed my "complaint". Long story short - I'm getting a replacement. But I don't know which phone I'll receive. The rep never stated it would be a Bold which made me think it will be a Tour. However, after reading the recent comments who knows what I'll receive.
Praying its a Bold baby!!!
FYI - I just checked the VZW website and they don't even have the Tour listed on the site anywhere... could that be a good sign that I may receive a Bold on Friday?!?!?!
-k
I had the Tour and called Sprint. The tech seemed very new to the job. I also needed to change my address. I changed the address first and the person said they'd send me a Tour. So I agreed.
Days went by. Turned out they had not changed my address and sent it to my former address. The rental office signed for it.
I called in again. I was not upset. Mistakes happen. This time I was placed on hold quite a few times. The tech did not really know what to do in this situation. He then placed me on hold again this time he did not actaully put me on hold. I heard him discussing it with other agents. He was mimicking me and doing impersonations that made me sound simple and like a redneck.
When he got back to me I told him I wanted to speak to his supervisor. He tried to save the call but there was no chance on that happening. I asked for his ID number and got disconnected.
I called back and got tier 2 agent and had to through the whole story. I got transferred to their phone replacement department and was offered a new Curve 8530. I got angry and was offered the Bold.
So I got a Bold and I was actually having issues with my trackball too (I was on my second Tour).
Hey All... so (like many others), I'm on my 4th Tour at this point. Caught sight of this thread yesterday while I was in fact on the phone with Verizon Warranty about my Tour's trackball (resists left-right movement, and while it would've been nice to get a shiny new Bold, they had the Tour refurbs (with camera) in stock, so I didn't even bother asking them about the Bold; just accepted the Tour. But then I got a call from my IT staff this morning, letting me know that we're switching to the 9700's on ATT as a company. So I called Verizon Warranty back in order to tell them that I didn't really need the new Tour and that they could cancel the order, since I was closing out the account. I didn't sound threatening or anything else, but on the spot the rep offered me a new 9650 if I'd be willing to stay (I guess he assumed I was switching carriers due to the trackball issue). Unfortunately, I couldn't take advantage of this offer, but in the event that anyone else is still hunting for a 9650, maybe you could try this? Best of luck!
Got my "new" phone today, a refurb Tour. Guess I just didn't get the right cust service rep. This is Tour number 4, and we will see how long it takes for something to go wrong.
I had to order a replacement Tour yesterday due to trackball issues (6/29) and they stated they would send me another Tour as a replacement. It was suppose to ship overnight. I called just now to check status and VZW stated it never shipped because they are out of Tours. The woman, Shannon, kindly stated they are sending me a Bold 9650 as the replacement since they are out of Tour's and the Bold is their equivalent model. It is suppose to arrive tomorrow.
One note - I got my replacement through VZW Government since I work for a Federal agency.
I will follow up with everyone tomorrow to let you know what shows up!
I want to thank whoever posted this thread...I took the same approach with Verizon Wireless regarding my BlackBerry Tour 9630 and they issued me a BlackBerry Bold 9650 as a replacement device. I am using it now and lovin it, the track pad is SO much better than the track ball. Thanks again, great heads up!!
Which phone number is everyone calling concerning replacements?
*611 from your cell phone.
This is my fifth Tour and the trackball was starting to wear our that I received this replacement about a month ago and I called up Verizon and they said that they are no longer selling or have in stock for Tour and they are sending me BRAND new Bold 9650! Thank you for this tip, dude!
so i called sprint about this and i got another refurb tour and it was same crappy trackball and today i called again and they sending me brand new bold but WITH NO CAMARA!!!! ugghhh just read email said "Replacement Model: Blackberry BOLD No Cam (9650) new fully kitted CK"
So I just found this story. Is this still being done by Verizon? My trackball is not working right... so I would fall under the replacement but with my luck I would just get another jacked Tour. So if anyone knows I would be grateful.
So, my Tour decided it was going to stop focusing when taking pictures. I have tried everything I can think of (reboot, checking settings, etc.), and have reached the "call Verizon" step. I'm keeping my fingers crossed that I can get a Bold out of this!
I called in, they sent me a FRU Bold which worked for a day before the trackpad started freezing up intermittently. Took it in to my local VZW store to see what they could do and they swapped my 1-day old Bold out for a NIB one (gave me the new battery, but kept my old one). Seems to be working better (or at least at all!), but now I'm going to have to call them again because the bonehead who swapped out my old Bold for the new working one re-uped my contract for another 2 years without saying anything... Gah.
must be lucky, my brand new bold arrived today. New in the box with all accessories. WOW !!!!
For those of you getting replacements, how long after you first got the phone are you calling in with your complaints?
I've had my Tour for ~6 months and was resigned to a marginally decent trackball. I'd be willing to complain to at least get a refurb and hopefully one that will work decently for another couple months.
After a few calls into Customer Service I was only offered a refurbished Tour!!! To all you who got the nice new 9650's congrats...wish I was part of your world! :(((
I posted last Friday that they did not mention I would be getting a Bold to replace my Tour that was plagued with issues. Sure enough, I received a refurbished Tour. However, the Tour did not have a camera like the one I purchased. I immediately called Verizon, and was transferred to the tech staff who handle replacements. A very nice woman said that the Tour's with cameras are all out and that she would send me a new Bold 9650. I played dumb and surprised, and will have my new Bold tomorrow. Awesome.
My follow-up is as follows (being how I feel very justified in getting a replacement just as my trackball ate it completely today-- it was out of desperation I asked to begin with, and a happy coincidence all this stuff was going on at the time).
Anyway... Bold arrived. Looked like refurb packaging (you can see a second sticker seal on the box) and refurb accessories. Thusly, I figured the unit itself was also a refurb. If it is, however, I'm hard pressed to find fault w/it. The previous owner kept it IMMACULATE, which makes me wonder if indeed it's a new unit.
I read through a number of entries throughout the Tour saga as well as the Tour2/Bold complaints (bowed keyboards, chintzy bezels, etc.). This thing doesn't have a scratch on it on the front or the back, so unless they swap out the entire outer casing (very possible, I suppose), it's a pretty darned impressive specimen. So much so I'd love to get maintenance tips from him/her.
In the end, however, it WORKS, which is what mattered most to me. Now if THIS thing craps out, I'm gonna be miffed. Now to figure out what I need to send back...
got my BOLD todayy . soo happy .
I got my Bold today! I am totally excited, the trackpad is freaking amazing. My trackball on the Tour got stuck last night, while trying to "unstuck" it I thought I had broken it. Not to worry anymore!!! Granted the Tour I had was only the 2nd one, I feel the frustration from every user. I just put up with it because I knew I'd get the same phone and have the same problems...Until I heard from a friend about the Bold being sent out instead I never wanted to call VZW about it again.
VZW is awesome, called em Friday night told them my problem and got a replacement put in the mail for me.
It's got that new car smell! ;)
Bold is awesome! Couldn't believe it was brand new retail packaging!!! Now I don't know what pieces of the tour to send back... :( Trackball and Wi-Fi are awesome!
Got my Bold in the mail today! Loving the track pad, it's so much better then the Tour's trackball! Looking forward to enjoying my Blackberry again rather then just getting frustrated with it not working right! Thanks again Crackberry!
Thank you so much for this article, I followed all the instructions and it worked perfectly. Just got my new Bold in the mail today!
Got my replacement Tour and there were chunks of plastic hanging out of the screen like the rubbery black stuff they use to seal it or something. The trackball sucked and kept getting stuck, and IT WAS STILL ACTIVATED ON SOMEONE ELSE'S ACCOUNT. When I made a phone call with it, it was a totally different number!
Called Verizon and they are sending me a Bold. After 4 Tours inside of a year, I'm thrilled to be getting something without a trackball.
Can anyone confirm if a request through insurance will get you a BOLD vs a TOUR? And when is the latest someone has called about trackball issues and recv'd a BOLD as a replacement? The verizon rep never once mentioned the BOLD, should I contact ASURION and see if a BOLD will come as a replacement?
Thanks!!
Hate to break the bad news but I think you ran by this blog about 3 days late. The tours have been back in stock since sometime monday. But keep trying because I can personally tell you after getting my Bold today, ITS WORTH IT!
I know this is a week late for you, but I had to replace my Tour because my screen went totally crazy on Monday of this week. Luckily I had insurance, so a simple claim on Asurion was an easy fix. When I got to the final step, it showed that the Tour was no longer offered as it was discontinued, and that I would be getting the Bold 9650 instead. Just had to pay the deductible and that was that. Hope this helps.
One more Bold owner to add to the list baby!
P.S. Comes with everything. Like brand new!
just checked the verizon website..tour in stock, bold listed out of stock except for non camera version. replacements must be taking their toll.
got my brand new accessories included Bold yesterday. device manager switch program works like a charm, up and running after about an hr of configuring.
So my new Bold? The trackpad just completely stoped working as of 5 mins ago. My workphone won't allow me to dial 1-800 numbers but I'm so frustrated right now. I'll have to deal with this crap when I get home.
Reboot or battery pull should correct it.
I wish it was that easy. I did 3 battery pulls myself and then ran down the VZW store on wall street real quick and they couldn't do squat about it.
So, even with my old Tour still at home, I have another new Bold (hopefully brand new?) coming to my house tomorrow.
On the trackpads, sometimes they are tilted a little from one side to the other due to the way it is mounted essentially to the top of a pc mounted switch. Even if its completely straight when you first see it it can lean a little to one side or the other as it is used due to how you push on it. Perfectly normal, not a problem.
The 9650 Verizon Bold using 732 OS as from VZW also displays the 3G Icon not the 1XEV. Just noticed it and wanted to post it for those that care about this.
Later
I got my new Bold in its original new box. Its a great device. I only have one problem. Youtube videos on wifi play very slow. videos play better if i turn the wifi off and use the 3g speed only. Is anyone else having this problem?
Well, I await (im)patiently for my Bold (hopefully) to arrive that's what the rep. told me this past weekend. It's supposed to come tomorrow sometime. I certainly hope that VZW's quality department or whatever is inspecting these phones before shipping them out. My last Tour was crap. Really VZW we all want these phones to work, please?
I got my 9650 Blackberry Bold as a Tour replacement and am very excited about the device, but the track pad is EXTREMELY slated towards the left hand side. I called back to VZW to get another 9650 sent out and it will be here on Thursday (2 day). I hope this issue is not wide spread....mine was made in Mexico.
Could all the 9650 users chime in on the track pad and where their phone is made?
We called Friday afternoon complaining about the trackball and she got a refurb Tour by FedEx today!!!! Dang! What's up with that!?!!! I didn't work for us! I guess we will try again soon! I'll keep y'all posted! Since they wanna play like that, when that new Storm3 come out I am gonna show my a double crooked letters until I get one! It better not come out before the warranty on my Storm2 goes out! Ha Ha!
Just curious... the guy on the phone told me to only send back what I get. If I get a brand new one with all accessories, like most of you say you have gotten, do I send back everything. The guy indicated that I should only have to send back the phone(minus the back and battery) but he also said "only send back what you get". Can anyone shed some light on this?
I had troubles activating mine so during that phone call I asked what exactly I should send back. She told me to keep all the accessories and just literally give the phone itself back (sans battery & cover).
I feel sketchy keeping all the stuff tho. Thoughts?
The instructions on my card state to return the guts of the phone and nothing else. The customer service representative I spoke to as well stated to only return the guts...no back cover or anything.
So i was suppose to get a replacement refurbish 9650
i get the box n i feel it being mad heavy and all
then i open the box like a mad man
n then i see this amazing machine
they sent me a fully new boxed 9650
i was so not expecting that what so ever
so i m loading up the new 9650 i m pretty damn happy
Sooo when you guys got your bolds were they brand new or refurbs?
Brand new
im still waiting patiently on my new BOLD . FEDEX is taking forever to get here . im ready to put this TRACKBALL away ....
* patiently waiting *
So I open my FedEx box and it's a brand new Bold still sealed in its box with accessories and everything.
Woo Hoo!!
Just got them!! Thank you Crackberry! and Verizon!!
They told me Tours were in stock...he "checked" twice. I didn't request a bold be sent & and e-mail says its a TOUR. If I file through Asurion, would the story be different? Anyone?...
I was one of the lucky ones and received a brand new Bold 9650 from Verizon before they receive the shipment of tours in. My co-workers were unable to get Bold's for replacement and went to the Asurion website to file a calim and they are no longer carrying Tours. They wboth are receiving brand new Bolds in the mail but they did have to pay 89 dollars, but it doesn't count toward there upgrade, its just hgoes against your 2 claims in a 12 month period
I've yet to submit a claim through Asurion and I'd be okay with paying $89 for a new BOLD if that's what it takes, if I submit my claim online at what point will it notify me that BOLD is being sent out vs. a TOUR? I appreciate the help...
I got my 2 brand new Bold units as replacements for Tours!
Thanks Verizon.
Verizon is sending out Tours again. They are back in stock according to the rep I spoke with this morning.
Hi,all,
I called Friday, telling the tech about my on-going trackball problem on my Tour and on my wife's Tour, and late yesterday, 2 Bold 9650s arrived. No more trackball problems. Thanks Verizon.
Doc
Have you guys notice at verizonwireless.com the new Tours are out of stock! Even the one without the camara! My girlfriend called Fri afternoon and they are sending her a new phone. It's coming today! Don't know if it's a Bold or Tour! I tracked it at FedEx.com and it's on the truck! On the Fed Ex site it say's it just over one pound! I noticed in a previous post someone said their package was about three pounds and they was getting the new Bold! I believe my girl's getting another Tour! OOOOH NOOOOOOO! I'll keep y'all posted!
called verizon on monday and they're shipping me a refurb tour :[
I got the same "Tour" e-mail after I was told on Saturday that I'm getting the Bold. Also, my package is 3 Lbs , so guessing/hoping it IS in fact the new Bold. Fyi: My Tour refurb not only has trackball issue , but also was shoddily put together so that the camera isn't aligned correctly and bezel off so yea I deserve my legit warranty Bold, baby!!
So lets say i have a problem with the bold i get after being upgraded from the tour, does it mean from now on all of the new replacement phones i get will be bolds?
I got my replacement Bold today via FedEx and much to my surprise it was a certified unit. I opened it and there it was, a certified Bold 9650. The keyboard is bowed right beneath the screen, and the trackpad is not aligned correctly. Called VZW again, and getting another unit sent by wednesday. Will see if this one works.
I've been having issues with failed hardware buttons on my Tour for the better part of a month. Seeing this finally just pushed me to make the call. I was told I'm getting a new device and should have it by Wednesday but I didn't even bother to ask what it would be. Even if it's another Tour, I don't care. I just want a device that works.
so i was complaining like no 2morrow about my tour
then got a high rep on the phone
n they had no tour replacements
so she went ahead and upgraded me to the BOLD 9650
i should have it 2morrow
so freaking excited
Today I ordered my replacement Tour through Asurion and it told me this same message... I thought I was the only one.. Guess not. I am ecstatic about getting my new Bold tomorrow! For once I am proud of Verizon/the insurance company that I have been dumping money into for years! haha
I just got off the phone and I was being nice and she was understanding.. Said she's be sending me a new BlackBerry by Wednesday.. Didn't say what phone but said hopefully I like it.. Then at the end before I hung up she said new Tour.. UGH so I guess not lucky :/
Just got off the phone and they had run out of Tour's again and were sending me a Bold. lucky me
Just got off the phone with vzw and was told the bolds were only being sent out because they were temporarily out of the tour replacements. She said that they just received the shipment of tours and would no longer be sending out the bolds. 20 minutes of flirting with her got her to swap out a bold for me, so not all hope is lost.
Thanks guys....I hope your right. The suspense is killing me...I don't think I'm going to be able to make it until Wednesday.
I feel your pain brother! It's almost unbearable. I'm considering cryogenically freezing myself until wenesday!
Form email. If the CS agent checked stock and found no 9630 stock and then SAID you would be getting a 9650 PRIOR to early Monday morning when this deal crashed then that is what shipped if it went out on Sunday night.
I got the same email from Verizon about activating my replacement Tour, despite the fact the customer service rep said I would be getting a Bold. I had previously received an email stating my phone was shipped and on its way...but that email did not specify the phone model.
So I called Verizon back today and asked the rep to check my order status to see what had actually been shipped. She confirmed that I was sent a Bold and that the email was wrong. I hope she's right!
Well I called Saturday about my trackball problems with both of my Tours and was told they would be replaced with Bolds..needless to say I was very happy. Well today I get a email from big red telling me how to setup my like new replacement Tour 9630. So does anyone know if I'm getting the Bold or the Tour? According to Fedex the phones where picked up yesterday and coming from Memphis. Thanks
I received my replacement device today. A refurbished Tour. So Sprints out of the game. My only gripe about this whole thing is that when there is an actual issue with a particular model, such as the track ball with the Tours, and also considering most Tours are being replaced numerous times for the same issues, is that any company should not be issuing 'refurbished' models period. I would have been pleased with a new in the box Tour. But someone else's used, broken phone? No. My phone was purchased at the FULL ridiculous price of $499.99 seven months ago. And I'm sent a refurb? Again, no. I'm sending it back to them tomorrow. I hope a light will be shown on this topic and let's hope cell companies will see that customers who pay lots of money for service and just as much, if not more money for equipment, aren't going to be accepting scraps from them any longer.
Called and got a replacement Tour...It appears they have some stock available.
I read a post on Friday, one of the early ones from a Verizon CS Rep. He/She said the issue with the replacements was due to a large number of FRUs coming in from Blackberry. They had to be checked over by Tech people before they could be used to replace defective units. Rather than make people wait for them they made the decision to send out Bolds as replacements. The issue was supposed to be resolved by late Friday, but, apparently, some reps continued to issue Bolds to dissatisfied customers. I suspect that some point Verizon felt put upon and decided to pull the cork on the deal. From reading the posts on this site and the forums there have been a lot of people who simply wanted the new phone and really did not have unresolvable problems with their current phones. When the abuse became to blatant to ignore they established more stringent policies about replacements and began offering only 9630s which is legitimate. They are under no obligation to give a customer anything other than the product that they are returning. Like many, I had a legitimate issue with Bluetooth technology which we have spent several long calls attempting to resolve. There was no question that the phone was defective in this regard. Had the deal not be offered, however, I would not have traded since so many of the Tours have come from the factory with other defects which my current phone did not have. Worse case, I would have been willing to live with the problem rather than risk inheriting a new one. I was fortunate in that having just bought an expensive Blue Ant external speaker system to replace the BlueTooth and found that problem continued, I happened to call in at a time that the Bold was being offered. Call it luck of the draw. I strongly suspect that that deal is done. Your phone needs to be replaced you will get a factory refurbished unit of the same species.
Trackball issues = getting a new Tour by Wednesday. All you lucky mofos enjoy the bold!
I called andt hey told me to go through some quick-fix things and if it doesnt work to call back and they'll re-order me a Tour. They didn't mention the Bold....has it been confirmed Tours are back in stock?
Anyone know the cost? I pay insurance monthly, and my trackball sucks on my Tour, I've tried hard reset etc, nothing has worked....I love the blackberry but not impressed with the Tour.
Just called, Rep said that the Tour stock is back to normal.. No more Bolds.. Anyone else can verify this??
Just opened up the box and I was pleased to see a brand new "retail new" blackberry bold. Battery and battery door included.
I have had a lot of call quality and trackball issues with my Tour, but up till now have just dealt with it. Now that my one year warranty is coming to an end I called in to get a replacement and they are sending me.......another Tour.
i called verizon yesterday after i read this. i have a tour with them, its my second one. i have intermittent trackball problems and the headset jack on the phone is ready to fail like the first one did. its really tight to fit a 3.5mm plug in it, the first tour i had, if you plugged in a headset, the microphone and button would not function.
long story short, i called her and she acted like a lot of people had been calling in. now they have never acted like this before towards me, but she said in order to make sure my phone wasnt damaged, and that the issues i am having are real, i have to bring in my tour to a store and have someone look at it and notate the account that what i am saying is true.
how bogus is that? how do i get around it? call back and hope someone else is more nice?
...that a lot of us have been calling in...and maybe they read Crackberry!
I'm honestly surprised this didn't happen a LOT sooner. But, if I were you, I'd give it another whirl...see what happens. Heck, if you are having real problems, take it to the store and complain to them...maybe they could replace it on the spot without you having to wait for shipping.
I am curious to know if people getting Bolds as replacements for Tours are getting NEW phones or factory refurbs. Can people let us which ones you get?
But this doesn't look like it's a west coast thing. I called last Friday (twice even) from the Bay Area and eventually spoke with a supervisor from Albuquerque (sp?) and he kept stressing there was absolutely no way for him to even request a new bold from RIM to replace my tour and could only offer me certified like new Tours. Those who are getting their replacements must be from the central or east coast or something.
and I got the refurbished option too.
...and I'm supposed to be getting the 9650 to replace my "defective" 9630 on Wednesday...called on Sunday.
I too have had legit issues with my Tour. As most BB owners go I'm very OCD about how my phone looks so I take excellent care of it. However my trackball goes wonky from time to time, occassionally my red led light just blinks for no reason and even after the newest OS upgrade my browser still refuses to function properly. So I called Verizon and the gentleman was very nice but was going to issue me a refurbished Tour. I told him I don't like the idea of a refurbished phone because I take such good care of mine and then to recieve one in exchange that will have dings and nicks seems like a bad deal. He told me they look brand new and I informed him that my son has gotten refurbished phones from vzw just this year and they looked like they had been beaten to death twice so we had to send it back. I told him I did not want a refurbished phone and I would attempt to fix my trackball issue myself (hopefully without voiding my warranty) and then i guess just deal with my occassionaly software issues.
Always a bridesmaid......
I had a similar problem as G35S6MT. I was in China for a few weeks. I had some problems on my last stop in Beijing but blamed it on the service in Beijing. When I returned I couldnt connect to the internet at all. Spent 45 minutes on the phone and went through multiple "tiers" of customer service and they got it working but it was still spotty. A few times throughout the weekend my mobile voice dropped altogether for signifigant amounts of time. Call this morning and after another 40 minutes troubleshooting my Bold will arrive Wednesday. I sure hope the grass is greener on the other side.
I expect better for my $130 a month and from VZW. This should have been taken care of by VZW up front but as usual was not. Replacing a broken phone with another broken is not a fix. No one here is committing fraud, as you put it. We are all have legit problems that are not being addressed properly. I hope I don't go to wireless jail :-) VZW will probably charge me $10 a month for that also.
um, ok so I had legit problems with my Tour (3rd one, trackball, white screen of death jvm error?, poor battery life, etc.), VZW gets my $100 a month for data/phone bill. I got two "like-new" replacements, and they both sucked. This last one had a busted piece where the body meets the bezel. The devices are what they are: Cheaply made, in some cases so if I have trouble with the ONE PHONE that I use I should feel guilty about having a multi-billion dollar company replace a piece of hardware that, now, hopefully is higher quality than the Tour? Um, I think not. I wouldn't be as brazen maybe, but I legitimately enjoyed using my Tour and I would still had I not been sent a crappy replacement. BTW, I also paid $200 for the original Tour when it came out last July. I'm excited about the bold, I'm staying with Verizon for their customer service, and coverage....what's the problem?
Well said Jude34, Well said
Wow... so much warranty fraud going on here. Somehow you lived with the occasional problems and didn't need a warranty replacement until today? Shame on all of you.
I was having issues with the trackball (for real) on my Tour. Took it into a Verizon store to have it fixed. They cleaned it, but afte a day, lateral scrolling wasn't working. I contacted VZW customer service, explained to them the situation, and now a new Bold will be delivered in a couple of days. The funny thing is how they were being "apologetic" for not being able to replace my Tour with another Tour, asking if it would be okay to replace it with the Bold. Um, YES.
So i called VZW support, and they are shipping me a shiny new 9650!
I was bummed that there were 0 issues with my tour and i couldnt get a bold replacement, then today half my screenstopped working!! Who ever thought that would be a good thing?! lol. Cant wait for tuesday/wednesday!
apparently i am the only unlucky one on crackberry. i do have legit issues with my phone and I get stuck getting a replacement tour. i called friday 5pm Central and they could only give me a tour.
i've had nothing but issues and i've been patient with their shitty service (migration issues from Alltel to Verizon) and they appreciate me being patient for 11 months but they won't throw me a bone and give me a Bold replacement, even though it seems 100's of others are getting them with no issues. ugh so frustrated i called today and they won't do anything about it, they appreciate me being patient is all they say.
I also tried this Friday afternoon with no luck...getting another refurbished Tour. This is the 5th time my Tour has been replaced. I asked about getting a Bold since I am having so many issues, and was told the order was already placed. After a little more chit chat, the customer service rep told me I can either refuse the package from FedEx or try the replacement for a few days, then call back to "demand" a Bold.
I was upgrading my tour for the new update that came out that fixed the glitches on the internet. I backed up my phone before hand and then did the update through the computer. A problem occurred and it said reload software. After that happened it was taking almost 2 hours for the phone to work. I got the update but so many things from my phone were missing such as: memo pad, documents to go, app world, all of my games that came with the phone, application center and much more. I tried to restore my phone but nothing worked. I took my phone into verizon and they did a master reset and still, things were missing. My phone is still under warranty but they had no Tours in stock. I was told to call customer service and sure enough, they are low on Tours and sending me the new Bold for free. It arrives tomorrow, I'm so excited! Gotta love verizon.
AHH IM SO EXCITED, AFTER I READ THIS I KEPT RESEARCHING IT AND LIKE 3 OTHER WEBSITES SAID THE SAME SO I CALLED VERIZON AND MY BOLD SHOULD GET HERE ON WEDNESDAY!
VZW customer service gets an aces high on this one. I was having increasing issues w/my Tour’s trackball over the year (takes me over 30 seconds, if at all, to be able to scroll horizontally across a line of email). It didn’t start out this bad, but “it” was always there. Figured at 95% functional, I’d “deal w/it” until the next thing came out and I was up for my NET. Friends told me for quite a while to warranty-swap it, but EVERYONE w/Tours was having issues so I was holding out. My sore thumb is what really did it. Figured with everyone else RETURNING theirs, I’d probably get a refurb, but as long as it WORKED, that was my primary concern (this being my work BB).
The customer service rep, after a couple of checks, said I could get the Bold in two days, or a Tour whenever they could get more in (but longer than two days). I graciously accepted the Bold, of course.
Only putting in my two bits b/c VZW gets (rightly) beat-up on many occasions, but on this one, they appear to be doing right by most people.
So I have to admit, I feel that this has been grossly abused by people here.
While I'm not gonna preach to people about how I feel, I can't help but feel like we're ripping Verizon off.
I was on the phone with Verizon for hours today - because I really had issues. Mine wasn't trackball related though. My first Tour (original one, bought on release date Sunday, 7/12/09) had trackball issues. This time, my Tour had been fine up till I went abroad in Europe for a few weeks.
All was hunky dory for a few days until my GSM service started dying on me. And I blamed the European 3G (Vodafone von Deutschland) for my issues. It was beyond annoying as I had important things to write and send out and my phone would just be nothing more than a brick without a functional network connection.
I thought upon landing back in the states that it would be fine. The Verizon network within the tri-state is pretty much spot on with little problems, if any. Well, my phone started acting up the same way it did when I was in Europe.
In the end, the guy was really nice to deal with and we exhausted all the available options to make the phone work properly and not go in and out like it had been doing. I honestly asked for another Tour. Alas, no more. So I have a Bold coming in as well.
I cancelled ATT in Janurary and hoped that the rumors were true about the Tour 2 coming out in Jan/Feb, but of course no luck
I saw this, and I Called the first time, and he said he would send me a replacement TOUR once we did the "Tier 2" wipe out. I didnt have a USB cord so I declined. I went to a verizon store and the person who was helping me was rude and short, disappeared with my phone and came back saying he "Cleaned" the trackball
I got a USB cord, called again, went through the wipe, and pretended to still have problems with the trackball, and she said they didnt have any tours in stock and if I would be fine with the Bold, I said what is that and acted dumb, and accepted
but long story short, took a few tries, but the Bb Bold 9650 should be here Wednesday!!!! I cannot wait!! THANK YOU!
Just worked for me as well. I suggest everyone who wants one to do it.
Yeah worked for me too...my trackball legitimately went out last week and called today on fathers day about it and low and Bold...err I mean behold my new Bold will be arriving tuesday or wednesday and I can't wait woohoo
I called VZW yesterday and was offered a Bold as a replacement. I got the tracking # this morning and tried to track my package, but it keeps showing "No information for the following shipments/FedEx Office orders has been received by our system yet. Please try again later or contact Customer Service." Is that because it's weekend now?
Yes. Nothing goes down on Sunday's. It will update sometime Monday morning
Not true. I have an Asurion claim replacement coming today. It was shipped Saturday and delivered to my local FedEx depot on Sunday. On truck for delivery today. Tracking information was updated all weekend. FedEx does work on Sunday.
How did you get the tracking number?
How did you get the tracking number?
How did you get the tracking number?
I called VZW and requested them to send the # to me. I got it via a SMS instead of e-mails.
They'll e-mail it to ya, Bean!
I have my new Bold on the way and it just occured to me that there will be no more Tour users on CrackBerry.com. This is a funeral for the Tour. May it rest in peace...
So i just got off the phone with verizon a few seconds ago, told them about my track ball issue and they said my new bold should be here tuesday or wednesday..
So i just got off the phone with verizon a few seconds ago, told them about my track ball issue and they said my new bold should be here tuesday or wednesday..
I had a legit problem with my headset jack being totally unresponsive, so I called it in and sure enough, TADA! My 9650 should be here Wednesday. I can't wait for WiFi and a Trackpad...yessssss.
UPDATE:Got tracking info and an e-mail from Verizon about my "Certified Like New" 9630....WAHN WAHN. Let's see on Wednesday if they send me the Bold like they told me they would, or whether I get another Tour...
i am having legitimate issues with my trackball. im not trying to BS anybody into giving me a new bold. my trackball sucks and is screwing me with trying to get info out of work emails. i spoke with someone on friday who tried to have me clean the trackball six different ways from Sunday....no dice...duh. he said they could replace it with another tour. i said fine...he informed me they are out stock and would i would have to wait to find out when they are getting more in. NOBODY called me back yesterday like he said they would. i just called and the lady still offered no help saying they would have to wait until monday to find out the status of the stock. she is also going to call my local stores at 11am to see if they have any in stock. seriously??? im not having "constant problems"...im having ACTUAL PROBLEMS!
Trackball issues is the surest way to go. Tell them your having "constant problems" with it getting stuck and/or not responding when you click a link... Call your customer service line
So it's 2am right now on a Sunday.. What would be my best bet in trying to get a new Bold 9550 to get rid of my Tour 9630 :D any store I go to or what number do I call?.. It'd be awesome to get the new phone hehe Please help?.. What do I say to them?..
Trackball issues is the surest way to go. Tell them your having "constant problems" with it getting stuck and/or not responding when you click a link... Call your customer service line
Any Updates on this from folk trying to get a replacement?
I've been having issues with my Tour losing connection to the network for the last three days. I called Verizon yesterday and they troubleshooted with me, but the problem continued. I called them today and they are sending me a Bold 9650 to replace my Tour. Love Verizon customer service.
I called Sprint today about my 9360, which has finally started with track ball issues, and they didn't give me much hassle... Well they wanted me to go thru the insurance, and I had to explain to them there was a year warranty on the phone. (Silly me! I thought THEY would have known that the phones were released in July of last year and can't be over a year old yet!)So in the end I'm getting a replacement phone but they couldn't tell me if it was a new Tour or a refurbished one or the Bold. So we'll see Tuesday!
*BTW* On the Sprint website as far as I can see the Tour isn't even offered as an option to purchase, only the Bold. Hmmmmm...
I'm back on the phone with VZW now trying to get my tour replaced as a bold. Last night they told me that they had replacement tours in stock so they were going to send me one of them. I told them to cancel the order, but before it got canceled, it was shipped.
So now I'm back on the phone with a teir 2 tech support to get a Bold... wish me luck I'm gonna give them h*ll lol
**Update**
Just got off the phone with tech support. He ordered a bold for me, and it should be here Tuesday or Wednesday. I just have to refuse the tour from fedex. Sweet, finally get rid of my trackball and score some wifi!
I think some of the other posts were right...this really could garner too much attention from VZW. I wouldn't be surprised to see them come up with a plan to mitigate all these new attempts to score 9650's from tech support.
Here's a thought. All these 9630's that are being returned because they have "trackball issues" (*cough, cough*)....eventually they'll collect enough of em. Where do ya think they'll all end up going???
Well some sprint people are getting them from some of these posts. The bad part about it sprint try to act like they don't know of a "trackball issue" with these BB and I'm a "premier customer" and they're treating me like a baldheaded stepchild
I don't know if they will be sending me another tour or bold 9650 I took mine into a (sprint) repair store today and after they looked at it she said "you'll get a different phone on tuesday" I don't kno what's up. I called and tried to find out and they were no help at all.. Sprint kept trying to tell me I had an upgrade in a month so when that time comes... Buy a new phone. FML Sprint. I'm going to keep tryin though. I WILL NOT STOP!!
The Bold upgrades only seem to be coming from Verizon.
The Bold upgrades only seem to be coming from Verizon.
...worked like a charm! Can't wait for this bad boy to get here on Wednesday to utilize the WiFi...extra memory...and of course, the elimination of this awful trackball (actually had no problems whatsoever with my original Tour...unfortunately, I spilled coffee on that one and my insurance replacement Tour was crap...nay, crap was probably better than it...but it worked nonetheless, so the store wouldn't help me out...call-in customer service on the other hand was more than willing to "stick" me with the 9650)!
Worked pretty easily for me. Can't wait until I receive mine on wednesday!
I just called verizon && complained about my trackball && my new BOLD will be here TUESDAYYY .
thanks for the post .
...And, it shipped last week. Yes, the Software update helped, but the damn trackball is sticking and the bezel isn't flush with the body of the phone as if it was busted when I got it. Anyway, FYI if you have total protection plan you're under warranty for 2 years. I have a new Bold Kit coming next week :)
Just got off the phone and I am getting a new bold as well, all I told the lady was my trackball wasnt working, she gave the option of going to the store or getting a replacement, I told her I didnt have time. So she placed the order, informed me that the the tour was out of stock, and I will be getting the bold.
Just got off the phone and my 9650 will be here on Wednesday. The lady who I spoke to was super understanding and was more than happy to help. She mentioned that the 9630's were out of stock so they were replacing my Tour with a 9650. She even wanted to verify that I would be ok with that upgrade :) I'm excited to give this trackpad a try and get rid of this crappy trackball that has caused so many problems! Thanks again to you guys at crackberry who put this out there!
Thanks a lot. Just got my tour which has been jamming up a lot (trackball) set to be replaced for a bold! woo!
This morning got bold for one line after two calls. Afternoon got bold for secondary line after 4 calls. This time thwy want me to go to the store but I say I don't have time for that but they didn't help me with that. Finally I got cool guy and after telling him that my fiancé don't talk to me couse of that ball issue he say ok we send you replacement but it will not be Tour but we will sent new Bold. So I was hmmm oh well I hope she will like that one lol. So both of my news phones will be on wednesday. Now I hope that tracking ball brake down in my other one couse it works ok and they say if they find out that tour is ok they will charge me regular price of the phone. Crossing fingers.
Just called VZW and they gave me no trouble whatsoever. Sending my Bold overnight on Monday. I'll be a Bold owner on Tuesday! Thanks VZW
I'm on Sprint and explained that this was my 2nd tour and I was ignoring the problem and just can't anymore. The tech suggested to hold out for my 1 year or take a refurbished tour...I asked if I will have the problem again with the refurb and he agreed it is likely. I politely asked to speak with a supervisor and he puts me on hold for 5 minutes. The supervisor doesn't even get on the phone and he tells me they're giving me a brand new bold. No refurb, no upgrade cost and I get to keep my tour! Sprint is OK in my book!!
then what the heck are they sending me:
3.0 lbs/1.4 kg
i think i figured out a good way to tell if you are receiving the complete packaged bold accessories and all..my fedex tracking status states that the package is 2 lbs, which is similar to what my original tour shipment stated. the phone itself is only 4.5 oz, so i think its a good bet that this would mean the entire retail package is being shipped.
My Bold is on the way! They were very helpful, and when I said I had been having problems with my trackball, and asked if they could help instruct me how to clean the trackball, vzw said that would void the warranty so the don't recommend that anymore. Then she volunteered that she could replace it with a Bold as blackberry was doing away with trackballs, even on replacement devices! No troubleshooting questions, just said they'll replace! Excellent!
What about if you say that the phone keeps dropping calls (there's NO reception in my area), getting jammed on one contact's SMS, slowing down, and turning off randomly (this was a recent issue actually)? And would they need to take in your current tour or did they just say ok and send a replacement and let you keep your old crappy tour?
Thanks
both versions of the tour are actually listed as out of stock on the vzw website.
Two more success sotries... A co-worker of mine called this morning and was informed that his Tour would be replaced with the Bold 9650. I called a few minutes ago in regard to my wife's Tour. No questions asked, I was inforemd that the Bold 9650 would arrive on Wednesday. The gentleman I got stated that they are trying to phase out anything with a trackball as soon as possible.
Just worked for me, they told me i will have to keep my battery and battery cover but that it will be here on tuesday
It worked for me my new bold will be here on Tuesday
Called this morning and spoke with costumer service and she say that warranty cover my phone and the will send me a refurbished Tour 9630 and she want to put order in so i say that that time no one will be home couse i go on vacations and be back in a week so she canceled order. Ten minutes later i called again and get different person on phone and she say that tracking ball is big issue in Tour so Verizon replace Tour with brand new Bold. So my Bold is order and i will get it on Wednesday. So if anybody called and they want to send Tour try different person. Hope you will get luck like i did.
After 7 tours called verizon today and the rep. told me she will be sending me a factory fresh bold 9550 in the mail by tuesday. Hopefully this phone will be problem free.
Luckily i had a nice verizon lady talking to me and i said my trackball only moves the thing up and down and not right and left and she said i had insurance and that they were out of stock of the tour so the only option would be to give me a bold. i played dumb the whole time of course so as not to sound obvious in trying to get a bold. I get it on Tuesday. Thanks crackberry and Adam!
Yeah! Love this website! The only downside is mine won't be here until tuesday since it's a saturday but still!!! I can't wait!
SUCCESS!!
I didn't even have to go through the wiping/updating OS crap! I told the rep that my trackball was broken and he goes "Ok we'll have to replace that for you. But we're out of stock on the Tours so we'll have to send you the new Bold 9650!"
Score. I love Crackberry.
Did you just say it was broken or did you say it wouldn't move or anything, cause when i called and said it was really slow and would go left when i wanted it to go right she said take it to a verizon store cause there wasn't much they could do
I said it was broken and wouldn't move left to right. That the ball itself physically moved but the cursor on the screen wouldn't move.
And will the push to talk feature still be free. As it was for tour owners?
Some people are claiming they're getting "retail new" bold 9650's and some are stating that they are getting the bold without a battery and battery door. What can I expect as mine is coming on monday. Thank you
My tour was working just fine for me after getting my 3rd one back in september/october. I called support and complained that the trackball is experiencing the same issues as the previous 2. She sent me over to their "tier 2" and he had me troubleshoot by wiping the device, so i did it just to humor them, not realizing that it wipes all applications which are not backed up through DM. Annoying again. However, he kept saying "i cant look over your shoulder to see when its done" i think hinting that yeah, this isnt going to work so just tell me it didnt work. Either way he said i have news you will probably like, so he told me they are replacing them with the bold so i pretended like i didnt know what the bold was. Bottom line is this does work, you dont have to actually wipe your phone, if you wait about 7 minutes on the phone just tell them it didnt work and they will issue you a replacement. They told me the replacement was refurb (which doesnt matter to me) and to use my existing battery and battery door since they are the same. I figure i deserve a new phone even though my tour was working flawlessly the 3rd time around. I wanted the bold for the new internet features, more memory and the eventual upgrade to 6.0. I'm eligible for a new phone on my new every 2 anyway, but ill save that one for an emergency, or another line.
I just called and they said they are going to send me a Blackberry Bold with the new charger and battery, however I am suppose to keep the battery cover of my Tour for the new Bold because the customer service rep said she couldn't find a battery cover. However, she claimed her supervisor said the battery cover of the tour would fit the new Bold. Does anyone know if this is true? I mean from what I have seen of the new Bold it looks like it. So I am not sure if the Bold they are sending me is "new", since it doesn't have a battery cover, but I'll take it because anything will be better then the track ball and not having to pay for a replacement.
But if anyone can confirm if my battery cover of my tour is going to fit my new Bold please let me know thanks guys! And thanks to all who posted on this!
Just have to wait till Tuesday!
Hi,
I was one of the lucky ones who has a Bold on the way. Just curious, will the Tour charging pod work with the Bold 9650? I love using mine at my bedside and would hate to have to buy another one. I was comparing the deminsions and the Tour seems just a fraction wider. I guess I will find out Tuesday when my Bold arrives. I will report back...
Doc
i have the charging pod and they told me the battery door is the same, which means the 2 metal charging leads should be in the exact same location and you should be fine. The only thing that wouldnt work with the new bold is the case since the charging location is different. Of course with a file or razor this could probably be fixed fairly easily and free.
Hi,
I just checked Crackberry's Accessory Store and it shows the battery covers for the 9650 and 9630 are the same. That is good news if you bought a battery cover.
Doc
After reading this last night I decided to check out Asurion online to see what would happen with my Tour. Verizon won't cover it under warranty because I cracked my screen by dropping in my driveway. Did an online claim and it worked perfect! I got an alert saying the Tour was no longer available but it would be replaced with a brand new Bold 9650 with retail box and all accessories including memory card. I had to click ok to accept this, which I obv had no problem doing! I am not eligible for early upgrade until December, so I just got a brand new Bold for $89 and it will be here monday afternoon, SWEET!
Hey guys/girls. So obviously I'd love to take advantage of this but I was one of the people who wanted to change the housing and "white out" my tour thus taking off the tamper seal. I have been paying my insurance with verizon so I'm wondering, if I say I cracked my screen and pay the little bit of $$, would it work? Do you think they'll notice the tamper seal if I just say its a trackball issue?
Edit: I have the original housing on it now.
I had a replacement plan from best buy on my curve 8900, but t-mobile stopped selling them, so when it broke after a fall, I was issued a brand spanking new Bold 9700. I was impressed with the phone and happy about the upgrade. I guess the 9520 was available but didn't offer it. Thank goodness.
My previous post related how badly my Tour works. I have early upgrade coming on July 12, and I see a refurbished Droid in my future. I love my BB, but the move is all about the occupation-specific apps. There's about to be a cheap Tour and Storm combo on Craigslist, BSE and Otterbox included.
Congrats to those of you who made the cut for the Bold, and good luck to the rest of you still trying.
I work for verizon wireless and I can tell you exactly why you were able to upgrade to the Bold 9650. Last week we had a major snafu and a boatload of our "Certified like new replacement" Blackberry tours were held up in quality control. This was a huge headache for us Verizon wireless tech support people, but one hell of a bonus for the people like you who were able to get a newer and in my opinion, much better device. Glad we were able to hook you up at least this once. And, by the way, since the Bold 9650 had only been out for about two to three weeks, the device you have now is actually new. Not a refurbished device. Cheers!
I called verizon this morning trying to take advantage of this. At first they said i was getting a tour, then they said there were not any tours in stock and were gonna call me/txt me back with a solution. I think they know what everyone is doing. Anyways, i got off the phone with them an hour ago saying that i never got a call back n they just said ok we r just gonna send you a tour. So it def works. Cant wait for my tour with wifi lol
Verizon did the same for me but it was a Storm 2 in place of the storm 1. They shipped me a complete brand new Storm 2 with all the accessories. But also included was a bill for the applicable taxes for the new phone. I figured that the new phone was worth the $50 and paid it. Well worth it!
have fun with your new Bold!
Nice! If only that worked on SPRINT! :(
Those who got a 9650...good for you. Warehouse is closed...im sure by the time things ship on monday...they will be well aware of this situation in addition to 9630 stock being fully replenished.
damn damn damn
i just called again and ..yes im getting a replacement but its gonna be a regular tour.....gggrrrrrr
i just called verizon and im getting a phone replacement.... but they never said is gonna be the new bold ..... do they have to mention it ? or when the phone arrives is going to be the new bold .... anybody knows??????
the phone rang for 22 minutes...finally got a super nice rep from AZ...said warehouse was closed but they were going to be sending me a new phone via fedex (on them) monday...will be here wednesday. i didnt want to ask "what phone" anmd just let it go.
never said tour or bold...i didnt ask. already on my 2nd tour...so even if i get another 9630...it will be better than this one. however...he said "new phone" so i can can only hope it will be a Bold
Now after reading all the posts everyone who got themselves a New Bold got lucky. But now there are a TON of Tour 9630's that are refurbished for the rest of us.
My phone actually works most of the time. Maybe down the Road when my phone does really mess up, I will get one of your old nothing wrong with it Tour 9630's
I told my girlfriend about this and when she called they told her that they fixed the issue. The rep said they would send her another Tour without a battery and no back on it!
I read this post at 12:45pm, my trackball quit scrolling to the right at 6:45pm. My "new" 9630 will be here on Tuesday. It will be my 5th tour for trackball issues. I work in retail and I don't like Cheetos, so it's not like I'm not being careful with them. What a disappointment. My early upgrade is July 28th. I suppose I'll get a Bold then. Rat bastards.
I called 4 different times. No one with budge on sending me a Bold. They are saying that Tours are back in stock now. So I canceled my order for a replacement tour. I want a bold!
8:15pm called and it just rings and rings...keeps rolling over to another line.
they shouldnt be closed right???
did i miss the boat!?!?!?!?
With the new OS update that VZW put out last week. My phone is working just fine. I play to keep it even though the TOUR has given me soo many problems. But now its fixed, why ruin a good thing. And beside, I would rather wait a while before getting a newly released phone. They usually come with glitches / issues they didnt catch at first. So I'll let you all deal with that for me. I'll replace mine later down the road.
But here is my experience with the tour.
Phone #1
When I got my first Blackberry in January (tour). I had issues with it on the 3rd day. The trackball would not go left. Took it to the VZW store. They sent out a refurb.
Phone #2
Then, when the initial 5.0 OS came out. My phone crashed, screen turned white, and I said to take back to place of purchase for repair. So I immediately took the phone. They replaced it with a refurb right on the spot.
Phone #3
Next, my phone, began to play sounds (from MMS's that contained audio that I sent or recieved) after every text/mms/call I had. It was so freakin annoying. I did the wipe and all. Still did the same things. had browser click issue. Phone would restart or freeze. So they sent me a refurb.
Phone #4
Still having issues with it. It was seriously annoying. I hated getting MMS's with sound, or if I listened to something on the phone browser. So I still had the same issues. While in VZW store for other reason. I decided to have my phone checked out again. They did the whole 9 yards on the phone. wiped it and all. They sent me another refurb. But said not to activiate it and to bring it in so they can run some test on the refurb. So when I brought it back in, I went to the same rep who did research for me and found that RIM was working on a fix. I was glad.. But that I would have to keep the 4.7 os if I didnt want to have my issues. But I didnt want the old OS. I liked the new one.
So I'm on Phone # 5. And its finally working with the new OS update.
Had two lines with Tours!!! they are sending me new tours on both!!!! Great!!! more trackball issues in the future for me!!! ANNOYING!!!
I called and they offered to send me a replacement but it would be the same phone. They explained that it was factory specific. i called back a bunch of times to see if they could change the device to a bold. idk what to do i guess ill just wait it out and see what they send me?
my new bold is on the way!
i've been having trackball issues for awhile and am on my 3rd tour, but didn't feel like going through the hassle of replacing a phone AGAIN so didn't bother trying to get a replacement.
however, once i heard about the bold replacement i figured it'd be worth the extra work! thanks crackberry and verizon, great tip-off and service, and now i'll actually have a nice new working phone!
Verizon says they will send a new phone, but they check returned phones BUT if the returned phone works, they will charge full retain to account for new phone. Since my trackball works sometimes and sometimes not, I am afraid to chance it.
They suggest bringing to store...
any thoughts?
trackball goes bad every once in a while and just a got a new bold so hopefully it doesnt decide to work when they check it...
worked for me 2
I'm on my second Tour. My first one had the horrid trackball issue and was replaced in January.
In the past couple weeks, my current Tour has been doing some weird things. it seems to decide on its own whether it will vibrate or not when a message comes in (despite the settings, which I have checked on the previous and current OS). It randomly reboots without warning, often while in the holster or bedside mode; this happens every three or four days or so. It has also hard frozen twice int he past week to the point where a physical battery pull was the only way to restore it. When that happens, the post-pull boot can take up to 30 minutes!
These problems have existed over both the previous and current official OS releases, with full wipes before upgrading. I've been a BB user since the 7130, I'd like to think I have a clue about what I'm doing.
I'm very cost-conscious, so I baby my phones. This one went into an Otterbox Defender the moment I took it out of the shipping container. It stays in dry conditions. It's getting to be a little annoying.
Should I call in and ask for a warranty replacement?
yayyyyyyyy it worked for me 2hhehehe
Just called a few minutes ago, told them about my trackball issues. I told them that it works sometimes but most of the time is a real pain in the butt and I spent a lot of money on it and wanted it to work right. My new Bold is on the way!! Should be here by Wednesday :D!
im due for an upgrade in 4 months and my tour has been dropping calls lately, will they replace it unaffecting my contract status pending my tour is still under warrenty or will this be condidering me using up my upgrade?
this does not reset your upgrade schedule, provided you are still under warranty
Worked for me! I called Verizon CS and after explaining the issue to the first girl, she referred me to tech support who immediately said that he'd be happy to send me "a device without a trackball." He briefly explained that RIM was moving to the new trackpad and that it was basically the same device with a few changed (which I knew, but played dumb on).
I'm sure it helped that they see I'm on my third Tour. Ironically, I've only had this one for two weeks.
When the CSR asked me if I would mind a Bold, I too played dumb and asked if it was like the Tour. He said yes but it has a trackpad instead of the trackball! Haha. I was actually one of the owners who's trackball was not working. Damn thing wouldn't scroll to the right. Luckily I don't have to worry about that now.
i tried doing that last week in the sprint store when the trackball for my tour stopped working and they told me that i was going to get a new tour. i asked if i could get the bold 9650 since i was always having trouble with the trackball the guy said he couldn't do that because they had a lot of tours in stock or something like that. i'm guessing that eventually the same thing it's going to happen to sprint we'll just have to wait :s.
Great!
Now lets all get 9630's and break them for a 9650!
a lot of people are being flippant about this, and likely creating issues when they were not having any. That being said, the tour was rushed to market, there are legitimate, documented problems with it (mine has been having trackball issues just about from day one, not to mention operating system problems). RIM is taking the hit here, not verizon. Big Red is doing the right thing here and responding to actual problems. The customer service rep I talked to was very nice about everything. Verizon will surely hold on to some customers that they might otherwise have lost due to RIM rushing the tour and sending Verizon a subpar phone.
I have been having issues with my Tour;specifically the lcd backlighting was making a high pitch sound that was really annoying when talking on the phone. I called Verizon tech today (June 18) support and explained the whole situation, and went through the usual tech support steps, security wipe and such. Anyways, the super helpful tech support lady said she would put in a replacement order for me. She said there were issues regarding the Tour stock levels, and she put me on hold for a few mins. When she got back, she gave the good news. Getting a brand spanking new Bold in the mail on Monday!!!! Stoked! Thanks for the heads up Crackberry! One note I would suggest is to act calm, and upset your phone is not working right and never mention anything regarding the Bold replacement until they bring it up. Overall the rep was really nice and helpful. Good customer service Verizon!
Another upside to this is that in one (1) year I will be able to upgrade to another brand spanking new phone. pretty sweet deal if you ask me. Thanks Verizon...
On the phone with Verizon right now and they totally replaced my Tour 9630 with the Bold 9650!! The trackball was glitchy and the ear jack had stopped working all together.
I asked about ways to fix it, but the super nice lady just said that there was nothing they could do to fix the ear jack problem and offered me a Bold 9650!
Super glad! I missed using Pandora on my phone. Plus the cops are ticketing big time for not having a hands free set in use while driving.
Good deal all around!
I'm legitimately having problems with the functionality of my Tour. Trackball yes, but other issues as well. They tried to give me a certified like new. Gonna give it one more try...I'm in the Midwest and they said they have plenty of Tours in stock.
On my 3rd call back to tech support, I re-explained my issue. I was having trackball problems (not as bad as some people), but my main issue was a constant hour glass spinning. I have called repeatedly since I got this phone in March. Done all the trouble shooting steps; at one point it was so bad that VZW had to patch me into RIM. I have spent countless hours on the phone and just as many hours working through all the OS upgrade steps...Needless to say on my third call, I found a more understanding and respondent rep and my Bold will be here next week.
If you have for real issue, VZW is doing the right thing with this solution.
well, i read this post earlier this morning and thought about it for a while.. i called verizon earlier today and just told them i was having trackball problem, they didnt offer and troubleshooting, although they transfered me to that dept, saying they are the ones that send out the phones.. i told the guy in the other dept same thing, he said he cld take care of it and also that he had good news, said he cld replace the tour 9630 with a bold 9650 free of charge!! *music to my ears* (although i had no prob with my tour at all) -- he said it doesnt interfere with my upgrade nor does it extend my contract, says will ship out today and shld arrive on monday, wish i doubt, but they did say 2 day shipping.. so well see.. im excited.. i will see how it goes and repost..
haha thank you thank you thank you crackberry.
i feel like i won one of your contest for a free phone. tour out the door and bold 9650 coming tuesday.
finally got rid of my tour for a boldish 9650 coming in the mail !!!!!!!! im loving it . adam you are the man and verizon is the carrier !!!!!!!!
I'm so glad I check in on this site several times a day. I have a Verizon Tour that I already replaced last year because of trackball issues. The trackball problems started up again two months ago, but it wasn't happening all the time, so I figured I'd just put up with it, since changing the device is such a hassle, and I might end up with the same problem in another month or two anyway. It didn't seem worth it...until I saw this article. :-)
For a Bold 9650 with wifi, trackpad, and enough memory to handle OS6, heck ya it's worth the hassle!!! :-D
I called Verizon prepared to walk through a device wipe and whatever possible solutions the rep wanted me to try out, but she listened to my problems and said they'd replace it with a new BlackBerry...and by the way, it would be a Bold instead of a Tour. Oh yeah!!!
Thanks, CrackBerry!
It sounds like there will be a lot of refurbished Tours in stock very soon.
Hey guys i just called vzw bc my phone wasnt working and after all the troubleshooting and a hard reset, they told me that they dont have the tour in stock and that i would be getting the BOLD!!!!
Hey guys i just called vzw bc my phone wasnt working and after all the troubleshooting and a hard reset, they told me that they dont have the tour in stock and that i would be getting the BOLD!!!!
I was so close, but once I got to the end, they still have the Tour in stock to replace bad Tours. My trackball is pretty crappy but I will just wait til upgrade time.
just tried with my coworkers phone and it was a no go.
we're gonna call back, lol
just got 2 new bolds for my coworkers. now if only Sprint can jump on the bandwagon we'd be set
I too was having trackball issues (not a big surprise) and got a really nice Customer Service agent who got me taken care of in about 5 mins and my phone has already been shipped and should be here tomorrow or monday! Verizon by far has the best customer service! If only they were open 24/7 then it would be unmatched.
The day before they released the Bold for phone orders, I tried to go for a replacement of my THIRD Tour. First one, the OS was bogged down and the trackball was everywhere. Second one had the same issues. Third one had a non-working audio jack and the browser click issue.
I told the CS rep, basically, I have lived with a phone which is not working properly for almost a year, and I wanted a better phone. I didn't want to go through the hassle of setting up a new phone. I've also had bad luck switching phones using a Mac, so every time, I spent hours setting up the replacement.
I spent HOURS going from CS rep to manager to Tech support, to tech support manager, etc. I had them send me a replacement phone. 2 weeks ago, they DID have the Tours available, so they sent a replacement tour. Meanwhile, while that phone was on the way, I finally got a rep who (after all that haggling) would give me the phone under the 2-year deal, get it for $149 after the $100 mail-in rebate, knock off $50 immediately, and another $60 in 30 days. So, then I'm out of pocket $40 after everything is said and done.
You know what I did then? I took my old Tour, sent it back to Verizon, took the Refurb replacement they sent the day before, and sold it on Craigslist for $125. Because Verizon didn't take care of me the way they are taking care of others this week, I got lucky and actually made $85 on the deal.
So, I called today because I was reading all of your lovely posts and am ready to rip my hair out over my stupid trackball problems...Verizon was super-nice and more than ready to help me out. But they said that they DO have new Tours and I will be getting an new one (not refurbished) on Monday or Tuesday. Which is fine, because I love my Tour!
But now I'm worried that this one will have the same problems and then I'll be stuck because my warranty is up this September. They service rep that I spoke with said that the Bold and the Tour are NOT compatible. Weird huh?
They did this for the storm. I bought the original storm and although I loved the storm 2, I didn't upgrade because I'm waiting form the storm 4. I say storm 4, because the storm 3 is nothing more than a storm / bold mash up. No thanks. It makes me want to scream Iphone, but I like Verizon too much for that.
Went to tech support this time because I want the problem solved even if it is another Tour. Fabulous service this time! Gave me tips and suggestions. In the end decided to take a warranty replacement that will be shipped today.
And the replacement is THE Bold.
Hope this new device works as it should...
Just got off the phone with Verizon...the horizontal tracking on my Tour was terrible, and they offered to replace my Tour with the 9650 after I simply described the problem! Fantastic customer service, and thanks Crackberry for the tip!
So the faceplate was lifting off the 8530 and they said they would send me a new one. I got it in the mail set it all up but the memory card reader did not work at all and theyre sending me a new 8530...if this one is broke too im asking for a Bold
Just called and expressed my issues with the trackball and sure enough, the rep told me they were basically gonna be "upgrading" me to the BlackBerry bold. Should be arriving tomorrow :D
Receiving it Tuesday...now to change my "phone type" on my Crackberry Account! :)
I replaced my Tour two weeks ago, and had to go through three devices to get to one that was in good shape. They overnighted each one and the process was painless all things considered. My wife used my new phone at the time and said "is that how the trackball is supposed to be?" Turns out hers was crappy as well and had been for some time. We had been putting off calling them because she didn't want to go through three devices like me, so I was pleasantly surprised at this posting. I called up a few minutes ago and with no fuss they are sending her a new Bold, will be here on Monday.
Now to convince her to swap phones with me...
I know I'm not the only one who has had problems with their Tour's trackball. It usually goes like this. Every other day you go to select something on your phone but your trackball doesn't want to roll to the right. So you play with it for about 5 minutes and get it to move, not like it should, but enough to navigate your phone. I've let it slide for months simply because I didn't see the point in getting another Tour and having the same problem but if Verizon is giving us a better option I see no reason to not take this offer. Not trying to screw Verizon, just get the most out of their service.
I had the same exact thing with my tour, but when I saw this I took full advantage of that 1 year warranty and now they are sending me a bold.
Verizon about 15 minutes ago and they are sending me a Bold! I should be receiving it on Tuesday. I'm pretty stoked. Looks like I might be able to get BlackBerry 6!
I just got off the phone with verizon and my bold is on the way being shipped out today...
Does anyone know if something like this is working with Sprint, I have a friend that was wondering about that?
Does anyone know if they are shipping out new or refurbished bolds?
said that because it's such a new phone, he thought that it would probably be a new phone, but he wasn't 100% sure. Can't wait until tuesday to get mine!
Worked for me....
Its Friday 3:20pm EST, I just called gave them the story of how my trackball wasnt working and it was my 3rd replacement (which it was) and i said how i think the track ball gets messed up when i eat greasy food, and im tired of having a track ball (mind you im using the nicest softest voice ever for a male) and the lady told me to take my battery out, which i pretended to do, then she transfered me over to tech sport who immediately started to look for a replacement
He said, good news and bad news...BAD news...were out of stock of the tour (only if he knew that was good news to me)
Good news is were gonna send you the BOLD!!
Mission Accomplished, phone will be here TUESDAY
THIS IS THE GREATEST POST I EVER READ ON A MOBILE THREAD
Its Friday 3:20pm EST, I just called gave them the story of how my trackball wasnt working and it was my 3rd replacement (which it was) and i said how i think the track ball gets messed up when i eat greasy food, and im tired of having a track ball (mind you im using the nicest softest voice ever for a male) and the lady told me to take my battery out, which i pretended to do, then she transfered me over to tech sport who immediately started to look for a replacement
He said, good news and bad news...BAD news...were out of stock of the tour (only if he knew that was good news to me)
Good news is were gonna send you the BOLD!!
Mission Accomplished, phone will be here TUESDAY
THIS IS THE GREATEST POST I EVER READ ON A MOBILE THREAD
If this phone worked correctly, I would be quite satisfied. It never has and frankly Verizon is well aware of the issues. Would I take a refurb Tour...not likely, since the problems have been so widespread. Was only looking to be treated fairly and with respect.
Dose anyone know if Verizon is replacing the 8330 with the Curve 2(8530)?!?!
If your phone is in good working condition, and you call, lie about a trackball problem in order to get a Bold as a replacement, that is fraud. Bragging about it on the internet isn't a very good idea. Just wanted to put that out there.
That said, one of our users brought his phone in and the trackball legitimately does not scroll left. When I called, they had me wipe it which they never had me do before. A while later they called back after it had finished wiping, and still no joy on the trackball. So they said they would ship out a replacement. Went through the whole speil about it being a certified like new replacement and how the waranty will only be from the original purchase date. Then they said that they currently do not have any Tours in stock. They will ship out either a Tour or a Bold on Monday.
Now to throw you all for a loop. I'm actually hoping it's a Tour. The company just switched to BlackBerries from Treo's last year, and we standardized on the Tour. If we get a Bold, we are now mixing phones. And I'm sure that everone else will be wanting a new phone when they see it. So we may have to play musical phones and keep it in the IT department for "testing" purposes.
Will I get everything like I'm getting a new phone? Or will it just be a phone, with no battery or back cover?
phone and battery door, uses same battery
We had ran out of tour warranty units and had no choice, but I believe we now have tour instock.
So was it a lucky break for the above posters or was there an "executive managerial decision" as someone above put it to stop replacing tours?
Just got off the phone with rep (second call as first guy was an ass) I explained trackball still an issue ( i am on 3rd tour since original launch day purchase)
She said "it was my lucky day", they are trying to no longer issue tours as a large % of even the refurbs are coming back again and again...
I paid $19.99 for express shipping and I will have it before noon tomorrow. Well worth the money for a new BOLD and not even having to use my new every two or one year upgrade...
Happy Hunting BB fans...
This was the best post Crackberry has ever provided its loyal fans...keep up the great work, I owe you my thanks and know that you put a smile on my face the day before Fathers Day...
or at least, the phone has been ringing at verizon for the last 30 minutes. No answer yet. Hoping for a nice upgrade to start the weekend out right!
ringing. now about an hour.
I'm also curious to know if once you guys get your Bold, and I'm happy you all are, will your upgrade date be jacked. I have a bad feeling that they will.
NO effect on the upgrade date or contract at all.
I meant to mention that I called Otter Box to find out if my Defender case would fit the 9650. I was told that there is a slight difference in the form factor which will eventually cause the case to fail. I said would just have to buy a new one. He said, No, just send me the case and I will send you the one for your 9650. Now, that is a superb company. Great product and incredible customer support.
no it has nothing to do w/upgrade date
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